OTRS Presentation
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Transcript of OTRS Presentation
![Page 1: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/1.jpg)
GOIP Support With OTRS
Welcome
![Page 2: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/2.jpg)
OTRS
Open source Ticket Request System
![Page 3: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/3.jpg)
Major Feature Of OtrsWeb-Interface
Email-InterfaceTicket
System
![Page 4: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/4.jpg)
Web-Interface
Agent web interface for viewing and working on all customer requests
Admin web interface for changing system things
Customer web interface for viewing and sending info's to the agents
Web interface with multi attachment support
Easy and logical to use
![Page 5: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/5.jpg)
Agent /Admin Login-Interface
![Page 6: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/6.jpg)
Customer Login-Interface
![Page 7: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/7.jpg)
Email-Interface
Dispatching of incoming email via email add. or x-header
Auto responders for customers by incoming emails (per queue)
Auto convert of incoming html only emails to text/plain (to get it easier searchable)
Email-notification to the agent by new tickets, follow ups or lock timeouts
Follow up check based on references and in-reply-to header
![Page 8: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/8.jpg)
Ticket
Custom queue view and queue view of all requests
Ticket locking Ticket replies (standard responses) Ticket auto responders per queue Ticket history, evolution of ticket
status and actions taken on ticket Ability to add notes (with different
note types) to a ticket
![Page 9: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/9.jpg)
Ticket
Ticket can be moved to a different queue (this is helpful if emails are for a specific subject)
Ticket priority Ticket time accounting Ticket print view (PDF) Ticket pending feature Ticket responsible feature Ticket ACL support Ticket workflow feature
![Page 10: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/10.jpg)
Agent Queue view
![Page 11: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/11.jpg)
Administrator Web-InterfaceAdmin Can manage everything
from here only
![Page 12: OTRS Presentation](https://reader036.fdocuments.in/reader036/viewer/2022081122/5525d2e64a7959c8488b4d78/html5/thumbnails/12.jpg)
THANK YOU GOIP SUPPORT TEAM